Merchant & Consumer Success Manager (Hands-on)
6 days ago
Merchant & Consumer Success Manager (Hands-on) Key responsibilities: Lead, coach, and schedule a small support team; personally handle high‑impact/escalated cases. Build and maintain SOPs, macros, QA rubrics, and the knowledge base; run weekly coaching and calibrations. Call / chat flow & SLA design Design end‑to‑end call/chat/email workflows (IVR menus, triage rules, escalation paths, callback logic). Define and enforce SLAs/OLAs by channel & case type (first response, resolution, update cadence); publish scorecards. Configure helpdesk/telephony (queues, skills, routing, after‑call wrap) and basic (forecasting, staffing, breaks). Provide multi‑channel support (in‑app chat, social, email, phone) with a first‑contact‑resolution target. Resolve order issues (status, delays, missing/wrong items, promo/payment failures) and process refunds/credits per SOP/approval matrix. Monitor live orders; proactively update ETAs and recovery gestures. Troubleshoot app issues (login, OTP, notifications, crashes) and file clear bug tickets with repro steps, logs, and screenshots. Maintain accurate case notes/tags/dispositions in the helpdesk (Salesforce). Provide day‑to‑day app support (order acceptance, item pauses, promos, printer/connectivity/tablet issues). Train merchant staff on order flow, menu hygiene, promo setup, and photo/description quality. Track merchant KPIs (acceptance rate, prep time, cancellations, ratings) and drive corrective actions/coaching. Investigate payout/invoice issues and tax documents with Finance; elevate product bugs to Product/Engineering. Coordinate campaign/promo execution (voucher setup, assets, tracking, post‑campaign reporting). Live operations & incident management Run a “war‑room” during peaks/outages; coordinate riders, merchants, and consumers. Execute escalation playbooks; issue status updates and post‑incident reviews with root causes and prevention actions. Analytics, insights & continuous improvement Produce weekly insights on top contact drivers and root causes; prioritise and track fixes with Product/Ops/Logistics. A/B test templates and processes to lift FCR and reduce cancellations/refunds. Quality, process & compliance Keep Help Centre/FAQ current (policies, how‑tos, known issues). Conduct QA on tickets/calls for tone, accuracy, and policy adherence. Ensure data privacy and regulatory compliance in all interactions. Maintain an issues/actions log; close the loop with stakeholders and update SOPs accordingly. Seniority level Mid‑Senior level Employment type Full‑time Job function Sales and Business Development Industries Internet Marketplace Platforms #J-18808-Ljbffr
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Partnership & Merchant Manager
5 days ago
Singapur, Singapore MoneySmart Group Full timeMoneySmart Group is the leading personal financial portal in Southeast Asia, dedicated to assisting consumers in comparing loans, insurance, and credit cards. Established in 2009, MoneySmart's mission is to empower consumers to make informed financial decisions. Mission The successful candidate will play a pivotal role in increasing MoneySmart's marketplace...
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Partnership & Merchant Manager
5 days ago
Singapur, Singapore MoneySmart Group Full timeMoneySmart Group is the leading personal financial portal in Southeast Asia, dedicated to assisting consumers in comparing loans, insurance, and credit cards. Established in 2009, MoneySmart's mission is to empower consumers to make informed financial decisions. Mission The successful candidate will play a pivotal role in increasing MoneySmart's marketplace...
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Head of Merchant Operations
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Singapur, Singapore Obita Full timeGet AI-powered advice on this job and more exclusive features. Report to: COO / Board Overview Obita is a global B2B cross-border payments and digital finance network — powering stablecoin-driven payments, liquidity management, and compliance solutions for enterprises, merchants, and fintechs. We bridge Web2 and Web3 financial infrastructures, offering...
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GRIT Trainee, Merchant Sales
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Singapur, Singapore GRIT Trainee Full timeGet to Know the Team Grab's Merchant Acquisition team oversees, shapes, and grows the merchant business in Grab Singapore. We identify and prioritize prospects across key categories, run outreach and pitches, shape commercial proposals, and guide partners to onboard with Grab. We lead prospecting, proposals and negotiations to build a healthy, diverse...
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Business Analyst – Merchant Integration
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Singapur, Singapore Hyphen Connect Full timeJob Summary We are hiring for an innovative crypto wallet and payment network startup who are looking for a Business Analyst to support the merchant integration of our crypto wallet app, focusing on requirements gathering and stakeholder alignment for crypto payment systems. You will bridge technical and business teams to deliver merchant APIs, POS systems,...
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Business Analyst – Merchant Integration
6 days ago
Singapur, Singapore Hyphen Connect Full timeOverview We are hiring for an innovative crypto wallet and payment network startup who are looking for a Business Analyst to support the merchant integration of our crypto wallet app, focusing on requirements gathering and stakeholder alignment for crypto payment systems. You will bridge technical and business teams to deliver merchant APIs, POS systems, and...
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GRIT Trainee, Merchant Sales
2 weeks ago
Singapur, Singapore GrabTaxi Holdings Pte. Ltd. Full timeAbout Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of...
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GRIT Trainee, Merchant Sales
3 weeks ago
Singapur, Singapore GrabTaxi Holdings Pte. Ltd. Full timeAbout Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of...
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GRIT Trainee, Merchant Sales
1 week ago
Singapur, Singapore GRABTAXI HOLDINGS PTE. LTD. Full timeAbout Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of...
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GRIT Trainee, Merchant Sales
2 weeks ago
Singapur, Singapore Grab Full time2 days ago Be among the first 25 applicants About Grab and Our Workplace Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle‑free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of...
